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I went to see an insurance company recently and their building was full of people making and taking calls. No surprise there. ContactBabel – a research company that I really like - estimate that there are 772,500 people employed in call centres in the UK...

Inertia in the insurance market - has this long-standing tactic had its day? Mark Wilson, Aviva's ex-CEO drew much attention to this practice with his comments about the broken personal insurance market, but in reality it was already under scrutiny. This white paper examines the...

Not a lot of people know this…… MTV’s very first video was the irritating earworm by the rarely remembered, and winner of crappiest name for a band ever, ‘The Buggles’ with their only hit ‘Video Killed the Radio Star’. Yeah right, that prediction was rubbish.
So...

Nick Jennings, Vice Provost (Research & Enterprise) at Imperial College, has been an AI researcher for more than 30 years and has seen the peaks and troughs in the field. He has encountered years where there was a huge amount of funding and interest, as...

With more than 300 papers and 12 books in his portfolio, Michael Luck, the executive dean of the faculty of natural and mathematical sciences at King’s College London, is pioneering research into how multi-agent systems can be used to solve a huge array of challenges....

18 February 2019
LONDON and WASHINGTON, D.C. -- ContactEngine, the next generation Customer Engagement Hub technology specialising in outbound conversational artificial intelligence (AI), has opened new offices at Bletchley Park.
Bletchley Park is famous for being home to the British Intelligence team responsible for breaking the German...

Laura van Beers interviews Professor Michael Luck, Executive Dean, Faculty of Natural & Mathematical Sciences at King's College London on multi-agent systems and their potential impact on a growing number of complex problems....

When you are small it’s sometimes useful to make friends with the bigger boys. I had some luck in the genetic lottery and turned out quite large – so this rule only started to have meaning for me as I grew a software company that...

Evolutionary computation - robots learning from their environment, thinking about what they need to complete a task and redesigning themselves to do it - might seem like the stuff of science fiction, but this is the end goal of Professor Emma Hart’s latest project.
In partnership...

Press Release
3 January 2019
LONDON and WASHINGTON, D.C. -- ContactEngine, the next generation Customer Engagement Hub technology specialising in conversational AI, have welcomed a new AI Advisory Board member, Professor Michael Luck of King’s College London.
Michael is Executive Dean of the Faculty of Natural and Mathematical...

So this is Christmas and what have you done? Another year over and a new one just (about to) beg(i)un.
Oh I do like a famous quote. So here’s one from someone who isn’t a Beatle – the Nobel Laureate Nils Bohr once said "Prediction is...

Laura van Beers interviews Emma Hart, Professor of Natural Computation at Edinburgh Napier University.
Topics cover questions such as:
What is evolutionary computation?
What industries are using evolutionary computation to their advantage?
Will humanity ever find an algorithm that is truly able to learn, adapt and...

Gregory Dunlap, VP customer operations at PSE&G, discusses the customer-orientated strategies his team have been developing to keep operations moving smoothly.
Topics include online journeys, employee expectations and sustainable growth as this seasoned utilities executive reveals PSE&G’s biggest focus for the year ahead.
This interview is part of the HotTopics.ht...

The funny thing about being a ContactEngine employee is that we all spend a lot of time thinking about how we can provide a good, efficient, non-annoying service with our customer communications. At the same time, we are all consumers ourselves – who among us...

I’m not very good at parties. I’m not sure why, but I think it’s the random nature of conversation. If it’s a work thing then the conversation is likely to be constrained by the context. So, if I’m speaking at an AI event, about say...

Press Release
7 November 2018
LONDON and WASHINGTON, D.C. -- ContactEngine are pleased to announce the appointment of Ian Dunlop as Chief Product Officer. Dunlop joins ContactEngine to lead the company's product management, engineering, data science, AI and DevOps teams and will be responsible for further developing...

Dr Nicola Millard, Head of Customer Insight & Futures for BT Global and Chris Reed, Professor of Computer Science & Philosophy at University of Dundee, discuss the future of customer experience, research and innovation....

Herve Coureil, Chief Digital Officer at Schneider Electric, discusses the technology and innovative strategies required to keep the energy management firm ahead of the curve.
This interview is part of the HotTopics.ht Beyond Technology series, powered by ContactEngine....